Product Analyst - IT
This role is based in Weybridge UK
Journey with us!
Combine your career goals and sense of adventure by joining our IT team Royal Caribbean Group is pleased to offer a competitive compensation and benefits package and excellent career development opportunities each offering unique ways to explore the world
About Us
Royal Caribbean Group is the world’s largest cruise line It couldn’t be a more exciting time to join a global business that is blazing a trail in the travel industry right now
At Royal Caribbean Group we never rest on our laurels; we constantly strive to improve our work and be at the forefront of the industry The work that we do is exciting challenging and innovative We are passionate we are innovative and we are unstoppable
The Role
We are seeking a detail-oriented and analytical Product Analyst to join the IT team supporting our Global Contact Centres and Trade Sales channels Working closely with the IT Product Owner and cross-functional teams the Product Analyst analyses documents and supports the delivery of technology solutions that improve contact centre operations and the systems our trade partners and sales teams rely on
The role spans the full delivery lifecycle The analyst gathers and documents business and technical requirements translates them into actionable user stories supports quality assurance and user acceptance testing and provides first- and second-line support for the applications in their portfolio They assess business impact prioritise resolution and work across multiple parties and time zones to ensure business standards are met
Success in this role requires a working knowledge of the systems assigned a high-level understanding of adjacent platforms across the business community and the judgement to select the most appropriate approach to a problem and deliver a timely effective solution
Essential Duties and Responsibilities
Requirements and product analysis
Collaborate with stakeholders across Contact Centre Brand operations (including Sales) Digital
- Ecommerce and IT to gather and document detailed business and technical requirements
Analyse and translate business needs into clear actionable user stories functional specifications- use cases and process flows
Conduct business process reviews study procedures and systems currently in place- and participate in design reviews to ensure proposed changes deliver an efficient solution
Assist IT Product Owners in managing the product backlog prioritising work- and ensuring the development team has a clear understanding of requirements
Participate in sprint planning daily stand-ups- defect triage and other agile ceremonies
- Support cross-team impact assessment by maintaining a working knowledge of assigned systems and their integrations
Contact centre and trade sales systems
Support the analysis configuration and continuous improvement of contact centre platforms including CRM IVR
- ACD and associated reporting tools
Support the systems used by the Trade Sales team — partner CRM Salesforce enquiry and case management sales reporting- and partner-facing self-service and support channels
Work with Trade Sales stakeholders to understand agent tour operator and partner workflows- and translate the friction in those workflows into prioritised product improvements
Assess how proposed changes affect both the direct contact centre channel and the trade channel- and surface conflicts early
Quality assurance and testing
Review documentation to understand testing requirements
- test environments and objectives
- Outline test scenarios and develop and execute test plans and test cases to confirm products meet acceptance criteria and quality standards; conduct peer review of test cases
- Identify test data needs and work with the appropriate teams to ensure data is available throughout the testing phases
Coordinate testing of supported applications in line with the project plan- ensuring business-as-usual regression coverage as well as new functionality
Coordinate and facilitate UAT sessions with stakeholders gather feedback- and document issues and enhancement requests
Operational support
- Provide first- and second-line support to business users on assigned software applications
Research reported problems fully assess business impact- and prioritise resolution accordingly
- Provide or coordinate resolution of issues in line with agreed SLAs
- Monitor progress of open calls and keep users and other interested parties informed
Reporting documentation and adoption
Track and analyse product performance metrics to confirm solutions
- meet business objectives and deliver value to users
Create and maintain reports- dashboards and visualisations that communicate product performance and insight to stakeholders
Create and maintain comprehensive product documentation including user guides- release notes and training materials
Provide training and support to contact centre agents- trade sales teams and partner-facing users to drive successful adoption
- Remain current with industry and operational trends to advise and advocate solution approaches that meet growing business needs
Perform other duties as required- This job description does not state or imply that these are the only duties to be performed by the employee occupying this position; employees may be required to perform other job-related duties as assigned
Qualifications / Skills
A bachelor's degree in Computer Science Information Technology Business Administration or a related discipline is preferred
- A business degree is acceptable where the candidate has a strong technical background
2–4 years' experience in a product analyst business analyst or systems analyst role- preferably within a contact centre or IT environment
- Demonstrable experience gathering and documenting business and technical requirements
Experience across software development and testing lifecycle including customer software support- troubleshooting and system testing
Technical and domain
Familiarity with contact centre technologies such as CRM systems IVR
- ACD and related platforms
Exposure to trade or B2B sales systems — partner CRM enquiry and case management- or sales and commission reporting — is strongly preferred
- Knowledge of the Travel and Hospitality industry and its distribution channels
Experience with agile methodologies and tools such as Scrum- Kanban and Jira
Proficiency in data analysis tools and techniques- including SQL and Excel
- Familiarity with JIRA platform and incident management / ITSM platforms
Understanding of business process reviews- use cases and process flows
Personal attributes
Strong analytical
- logical problem-solving and methodical process-driven skills
Effective communicator Clear articulate writing and speaking skills- able to interact with and be understood at all levels and across varied teams
Collaborator and business liaison Follows through on commitments and is known as a trusted business partner- able to work with people at all levels of responsibility across IT and the wider organisation
- Able to coordinate analysis and problem-solving across many individuals and reach consensus on solutions
Organised efficient and accountable A keen eye for detail able to multitask- re-prioritise and consistently meet deadlines while managing several projects at once
Able to work under pressure and to tight deadlines- with a sense of urgency to satisfy the customer
Passionate motivated and eager to learn Resourceful asks smart questions- challenges the status quo and regularly seeks to understand
Flexible and adaptable to change- with experience working in an international environment an advantage
We know there's a lot to consider As you go through the application process our recruiters will be glad to provide guidance and more relevant details to answer any additional questions
It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race colour religion sex age national origin disability sexual orientation sexuality gender identity or expression marital status or any other characteristic protected by law Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment
Thank you again for your interest in Royal Caribbean Group We'll hope to see you onboard soon!
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